İstanbul Sabiha Gökçen Airport employee Doğukan Demirbek was awarded the “2026 Best Front Liner” by MAHB after providing uninterrupted 24-hour support to a passenger with dementia.
Sabiha Gökçen Airport employee Doğukan Demirbek received an international award for his continuous support to a passenger
The ISG employee Doğukan Demirbek, who did not leave an elderly passenger suffering from dementia and who had missed his flight in the terminal until his flight the following day, was awarded the “2026 Best Front Liner” for his dedication and support.
The professional and conscientious approach demonstrated by Demirbek, who provided uninterrupted support to the distressed passenger for 24 hours, went beyond standard operational assistance and turned into an exemplary success story.
İstanbul Sabiha Gökçen (ISG) International Airport once again crowned its human-centred service approach with global success. In the “Best Front Liner Awards 2026” competition organised among 40 airports managed by Malaysia Airports Holdings Berhad (MAHB), ISG Procurement Specialist Doğukan Demirbek was awarded for his devoted approach and the support he provided to an elderly passenger in distress.
The most meaningful “first contact” among 40 airports took place at ISG
In the “MAHB Best Front Liner Awards” competition, which rewards airport staff who interact with passengers and contribute to service quality and guest satisfaction, ISG Corporate Communications Specialist Barış Burak Demirayak had also been awarded last year for his human-centred approach.
This year, two strong candidates, Doğukan Demirbek (ISG) and Yağmur Kanber (Kepler), stood out among 40 airports and reached the final. In the grand final held on Tuesday, 28 April, followed with great excitement by the entire ISG family, Doğukan Demirbek was selected as the winner of the “2026 Best Front Liner” award thanks to his guest-focused approach and exemplary professionalism. Following the announcement of the results, the teams celebrated this prestigious victory together with great enthusiasm and congratulated Doğukan.
He became a “safe haven” for a passenger with dementia
An elderly passenger who became disoriented during his journey approached Doğukan after noticing that he was wearing an airport staff badge. While Doğukan was heading to the food and beverage area, he noticed the passenger’s panic. Although he was on a break, he listened to the passenger and, noticing inconsistencies in time and place in his responses, immediately intervened without leaving the elderly man alone.
First, Doğukan contacted the passenger’s relatives and confirmed that the guest had dementia. Although he intended to accompany him to the boarding gate, it was determined that the passenger had already missed his flight. As the next available flight was the following day, he coordinated with the airline and arranged a free ticket change. By following the passenger until his flight the next day and assisting him in travelling safely, Demirbek’s approach was selected as one of the best examples of “unconditional passenger satisfaction” in the aviation sector and was awarded.
Accommodation and transfer processes were organised and followed personally the next day
After it was determined that the passenger’s next available flight was the following day, Doğukan Demirbek acted immediately and coordinated with ISG Airport Hotel to ensure the guest could spend the night in a safe environment, carefully organising accommodation and transfer processes. After informing the passenger’s family and completing the check-in procedures, Demirbek also ensured, through effective communication with the airline, that the ticket was transferred to the next day without any additional charge.
Taking service one step further, Demirbek personally continued to follow the process the next day and picked up the passenger from the hotel himself. From the moment of arrival at the airport, he accompanied the passenger through check-in, security checks, and passport control, ensuring that the guest reached the aircraft without any disruption and began his journey safely.
This process, managed with a deep sense of sensitivity beyond operational success, was met with sincere gratitude and appreciation from the passenger’s family, once again reinforcing Sabiha Gökçen’s commitment to guest satisfaction.
In the evaluation made by ISG management, it was emphasised that a human-centred approach is the cornerstone of guest experience, with the following statements:
“As Sabiha Gökçen Airport, the pride we experienced this year is a testament to the sustainability of our achievements. The fact that two of our valued colleagues reached the global finals and represented us is the most distinguished reflection of our high service standards and unwavering team spirit. Doğukan Demirbek’s assumption of responsibility from the very beginning of the process and his provision of the highest level of safety and comfort for our guest is not only an operational success but also a reflection of our corporate culture.
Our colleague’s dedication has proven that we have transformed passenger satisfaction from a promise into a concrete value. In our commitment to providing passengers with a safe and peaceful travel experience, the proactive and solution-oriented approaches of our employees will continue to be our strongest source of motivation.”
